Cloud Backup & Data Recovery Specialist

Prime System Solutions; United States; On-site; USD 65,000 - 90,000; Full time

Job summary

Prime System Solutions is seeking an experienced Level 2 Technical Specialist for our cloud backup and recovery service. The role blends technical support and customer-facing work, including running trials, quoting new customers, and supporting MSP partners.

You will handle escalations, perform backups/restores, and ensure secure data transfer while contributing to service quality and customer growth. Strong English and Windows skills are essential.

Qualifications

• 3+ years in Level 2 IT support at an MSP, IT services company or SaaS/backup vendor, supporting US small businesses.
• Hands-on backup and recovery experience: file and image backup, bare-metal and VM restores. SQL and Microsoft 365 backup experience is a plus.
• Strong Windows and Windows Server administration and remote-support skills.
• Comfortable on the phone with customers and confident quoting and recommending services. This is not a pure back-office technician role.
• Experience with a PSA or ticketing system (HaloPSA, ConnectWise, Autotask or similar).
• Excellent spoken and written English.
• Your own laptop, headset, reliable internet connection and a quiet place to work.

Responsibilities

• Take escalations from Level 1 support and work through complex backup issues with customers, their IT contacts and their software vendors.
• Install, configure and test backup software on servers and endpoints, and move subscriptions to replacement machines.
• Fix failed and missed backups (file and image) by finding the root cause, not just re-running jobs.
• Restore files, folders and full systems for customers, including large bulk restores, and transfer the data back to them securely.
• Restore databases and Microsoft 365 (OneDrive / SharePoint) data, with help from a senior specialist on the hardest cases.
• Join the after-hours emergency restore rotation (paged; callback within one hour).

Skills

Level 2 IT support

MSP experience

Backup & recovery

Windows admin

Customer-facing

PSA systems

HaloPSA

ConnectWise

Autotask

English proficiency

Tools

HaloPSA

ConnectWise

Autotask

Job description

Prime System Solutions is seeking an experienced Level 2 Technical Specialist for our cloud backup and recovery service. The role blends technical support and customer-facing work, including running trials, quoting new customers, and supporting MSP partners.

You will handle escalations, perform backups/restores, and ensure secure data transfer while contributing to service quality and customer growth. Strong English and Windows skills are essential.